Contact Center Analytics Market by Component (Software and Services), Application (Log Management, Risk and Compliance Management, Real-Time Monitoring and Reporting, Workforce Management, Customer Experience Management) - Global Forecast to 2022

  • ID: 4334062
  • Report
  • Region: Global
  • 162 Pages
  • Markets and Markets
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The Contact Center Analytics Market Size is Projected to Grow from USD 709.5 Million in 2017 to USD 1,483.6 Million By 2022, at a CAGR of 15.9%.

FEATURED COMPANIES

  • 8X8, Inc.
  • Cisco Systems, Inc.
  • Five9, Inc.
  • Genpact Limited
  • Oracle Corporation
  • Servion Global Solutions
  • MORE

“Demand for better customer experience management solutions to gain crucial insights into customer data remains the major driving factor for contact center analytics market”

Proliferation of cloud computing, growing demand for speech and text analytics solutions, and increased compliance requirements are other key factors fueling the growth of this market. However, high cost of investment and consumer data privacy rules and regulations are a few restraints for the growth of contact center analytics market.

“Customer experience management application is estimated to have the largest market size in 2017 in contact center analytics market. The trend is expected to continue during the forecast period”

Customer experience analytics aggregates customer interactions, transactions, feedback and, agent data to provide an end-to-end picture of the customer journey. It can provide multiple avenues for customer experience management through customer analytics. Contact centers can leverage from contact center analytics by integrating and analyzing customer data from multiple channels and utilize generated insights to improve their contact center operations and find new opportunities to engage and serve their customers. Some of the major opportunities include automatically assigning a reason for all customer contacts based on speech, text, desktop and transaction analytics.

“Asia Pacific (APAC) is expected to record the highest growth rate in the contact center analytics market by region”

Rising disposable income and increasing digitization have resulted in higher adoption of smartphones and other mobile devices. Huge volumes of data generated from these devices would demand technologically advanced analytics solutions to enhance the customer experience at contact centers and help generate revenues for various industries. Companies operating in the region provide different solutions based on organization size and customer requirements. The highly competitive environment in the region drives the need to promote and manage sales and marketing activities to build brand awareness and increase overall profitability.

In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with key people.

Break-up of profile of primary participants is as follows:

  • By Company: Tier 1 - 20%, Tier 2 - 50%, and Tier 3 - 30%
  • By Designation: C-level - 35%, Director level - 48%, and Others - 17%
  • By Region: North America - 44%, Europe - 24%, and APAC - 32%

The contact center analytics market comprises the following major vendors:

1. Cisco Systems, Inc. (US)
2. Genpact Limited (Bermuda)
3. Verint Systems Inc. (US)
4. 8X8 Inc. (US)
5. Genesys (US)
6. Oracle Corporation (US)
7. Mitel Networks Corporation (Canada)
8. SAP SE (Germany)
9. NICE Ltd. (Israel)
10. Enghouse Interactive (US)
11. Five9, Inc. (US)
12. CallMiner (US)
13. Servion Global Solutions (India)

Scope of the Report:

The report segments the contact center analytics market on the basis of components (software and services); deployment models (on-premises and on-demand); applications (automatic call distributor, log management, risk and compliance management, real-time monitoring and reporting, workforce optimization, customer experience management, and other applications); industries (healthcare and life sciences, banking, financial services and insurance, manufacturing, retail and consumer goods, telecom and IT, travel and hospitality, energy and utilities, government and defense, academia and research, and other industries); and regions (North America, Europe, APAC, Middle East and Africa, and Latin America).

Reasons to Buy the Report:

  • To get a comprehensive overview of the global contact center analytics market
  • To gain comprehensive information about the top players in this market, their product portfolios, and key strategies adopted by them
  • To gain insights into major countries/regions, in which the contact center analytics market is flourishing in various industries.
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FEATURED COMPANIES

  • 8X8, Inc.
  • Cisco Systems, Inc.
  • Five9, Inc.
  • Genpact Limited
  • Oracle Corporation
  • Servion Global Solutions
  • MORE

1 Introduction
1.1 Objectives of the Study
1.2 Market Definition
1.3 Market Scope
1.4 Years Considered for the Study
1.5 Currency
1.6 Stakeholders

2 Research Methodology
2.1 Research Data
2.1.1 Secondary Data
2.1.2 Primary Data
2.1.2.1 Breakdown of Primaries
2.1.2.2 Key Industry Insights
2.2 Market Size Estimation
2.3 Competitive Leadership Mapping Methodology
2.3.1 Vendor Inclusion Criteria
2.4 Research Assumptions
2.5 Limitations

3 Executive Summary

4 Premium Insights
4.1 Attractive Market Opportunities in the Contact Center Analytics Market
4.2 Contact Center Analytics Market Share Across Various Regions
4.3 Contact Center Analytics Market, By Industry And Region
4.4 Lifecycle Analysis, By Region, 2017

5 Market Overview And Industry Trends
5.1 Market Overview
5.1.1 Introduction
5.1.2 Market Dynamics
5.1.3 Drivers
5.1.3.1 Demand for Better Customer Experience Management Solutions
5.1.3.2 Proliferation of Cloud Computing
5.1.3.3 Growing Demand for Speech And Text Analytics
5.1.3.4 Increased Compliance Requirements
5.1.4 Restraints
5.1.4.1 High Cost of Investment
5.1.4.2 Consumer Data Privacy Rules And Regulations
5.1.5 Opportunities
5.1.5.1 Social Media Analytics
5.1.5.2 Real-Time Monitoring And Analytics
5.1.5.3 Predictive Analytics
5.1.6 Challenges
5.1.6.1 Lack of a Clear And Holistic Analytics Approach in Contact Centers
5.2 Industry Trends
5.2.1 Contact Center Analytics Use Cases
5.2.1.1 Use Case #1
5.2.1.2 Use Case #2
5.2.1.3 Use Case #3
5.2.1.4 Use Case #4
5.3 Contact Center Analytics, Key Performance Indicators

6 Contact Center Analytics Market Analysis, By Component
6.1 Introduction
6.1.1 Software
6.1.1.1 Speech Analytics
6.1.1.2 Cross-Channel Analytics
6.1.1.3 Predictive Analytics
6.1.1.4 Performance Analytics
6.1.1.5 Text Analytics
6.1.2 Services
6.1.2.1 Professional Services
6.1.2.2 Managed Services

7 Contact Center Analytics Market Analysis, By Application
7.1 Introduction
7.2 Automatic Call Distributor
7.3 Log Management
7.4 Risk And Compliance Management
7.5 Real-Time Monitoring And Reporting
7.6 Workforce Optimization
7.7 Customer Experience Management
7.8 Others
 
8 Contact Center Analytics Market Analysis, By Deployment Model
8.1 Introduction
8.2 On-Premises
8.3 On-Demand

9 Contact Center Analytics Market Analysis, By Organization Size
9.1 Introduction
9.2 Small And Medium-Sized Enterprises
9.3 Large Enterprises

10 Contact Center Analytics Market Analysis, By Industry
10.1 Introduction
10.2 Banking, Financial Services, And Insurance
10.3 Healthcare And Life Sciences
10.4 Manufacturing
10.5 Retail And Consumer Goods
10.6 Energy And Utilities
10.7 Telecom And It
10.8 Travel And Hospitality
10.9 Government And Defense
10.10 Academia And Research
10.11 Others

11 Geographic Analysis
11.1 Introduction
11.2 North America
11.3 Europe
11.4 Asia Pacific
11.5 Latin America
11.6 Middle East And Africa

12 Competitive Landscape
12.1 Competitive Leadership Mapping Overview
12.1.1 Visionary Leaders
12.1.2 Innovators
12.1.3 Dynamic Differentiators
12.1.4 Emerging Companies
12.2 Contact Center Analytics Market (Global), Competitive Leadership Mapping, 2017
12.3 Competitive Benchmarking
12.3.1 Business Strategies Adopted By Major Players in the Contact Center Analytics Market
12.3.2 Analysis of Product Portfolio of Major Players in the Contact Center Analytics Market

13 Company Profiles
(Overview, Strength of Product Portfolio, Business Strategy Excellence, Recent Developments, Key Relationships) *
13.1 Cisco Systems, Inc.
13.2 Genpact Limited
13.3 Verint Systems Inc.
13.4 8X8, Inc.
13.5 Genesys
13.6 Oracle Corporation
13.7 Mitel Networks Corporation
13.8 Sap Se
13.9 Nice Ltd.
13.10 Enghouse Interactive
13.11 Five9, Inc.
13.12 Callminer
13.13 Servion Global Solutions
*Details Overview, Strength of Product Portfolio, Business Strategy Excellence, Recent Developments, Key Relationships Might Not Be Captured in Case of Unlisted Companies.

14 Appendix
14.1 Discussion Guide
14.2 Knowledge Store: Subscription Portal
14.3 Available Customization
14.4 Related Reports
14.5 Author Details

List of Tables:
Table 1 United States Dollar Exchange Rate, 2014-2016
Table 2 Contact Center Analytics Market Size, By Component, 2015-2022 (USD Million)
Table 3 Contact Center Analytics Market Size, By Software, 2015-2022 (USD Million)
Table 4 Speech Analytics: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 5 Cross-Channel Analytics: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 6 Predictive Analytics: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 7 Performance Analytics: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 8 Text Analytics: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 9 Contact Center Analytics Market Size, By Service, 2015-2022 (USD Million)
Table 10 Contact Center Analytics Market Size, By Application, 2015-2022 (USD Million)
Table 11 Automatic Call Distributor: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 12 Log Management: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 13 Risk And Compliance Management: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 14 Real-Time Monitoring And Reporting: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 15 Workforce Optimization: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 16 Customer Experience Management: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 17 Others: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 18 Contact Center Analytics Market Size, By Deployment Model, 2015-2022 (USD Million)
Table 19 On-Premises: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 20 On-Demand: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 21 Contact Center Analytics Market Size, By Organization Size, 2015-2022 (USD Million)
Table 22 Small And Medium-Sized Enterprises: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 23 Large Enterprises: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 24 Contact Center Analytics Market Size, By Industry, 2015-2022 (USD Million)
Table 25 Banking, Financial Services, And Insurance: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 26 Healthcare And Life Sciences: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 27 Manufacturing: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 28 Retail And Consumer Goods: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 29 Energy And Utilities: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 30 Telecom And It: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 31 Travel And Hospitality: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 32 Government And Defense: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 33 Academia And Research: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 34 Others: Contact Center Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 35 Contact Center Analytics Market Size, By Region, 2015-2022 (USD Billion)
Table 36 North America: Contact Center Analytics Market Size, By Industry, 2015-2022 (USD Million)
Table 37 North America: Contact Center Analytics Market Size, By Component, 2015-2022 (USD Million)
Table 38 North America: Contact Center Analytics Market Size, By Software, 2015-2022 (USD Million)
Table 39 North America: Contact Center Analytics Market Size, By Service, 2015-2022 (USD Million)
Table 40 North America: Contact Center Analytics Market Size, By Application, 2015-2022 (USD Million)
Table 41 North America: Contact Center Analytics Market Size, By Deployment Model, 2015-2022 (USD Million)
Table 42 North America: Contact Center Analytics Market Size, By Organization Size , 2015-2022 (USD Million)
Table 43 Europe: Contact Center Analytics Market Size, By Industry, 2015-2022 (USD Million)
Table 44 Europe: Contact Center Analytics Market Size, By Component, 2015-2022 (USD Million)
Table 45 Europe: Contact Center Analytics Market Size, By Software, 2015-2022 (USD Million)
Table 46 Europe: Contact Center Analytics Market Size, By Service, 2015-2022 (USD Million)
Table 47 Europe: Contact Center Analytics Market Size, By Application, 2015-2022 (USD Million)
Table 48 Europe: Contact Center Analytics Market Size, By Deployment Model, 2015-2022 (USD Million)
Table 49 Europe: Contact Center Analytics Market Size, By Organization Size, 2015-2022 (USD Million)
Table 50 Asia Pacific: Contact Center Analytics Market Size, By Industry,2015-2022 (USD Million)
Table 51 Asia Pacific: Contact Center Analytics Market Size, By Component, 2015-2022 (USD Million)
Table 52 Asia Pacific: Contact Center Analytics Market Size, By Software,2015-2022 (USD Million)
Table 53 Asia Pacific: Contact Center Analytics Market Size, By Service,2015-2022 (USD Million)
Table 54 Asia Pacific: Contact Center Analytics Market Size, By Application, 2015-2022 (USD Million)
Table 55 Asia Pacific: Contact Center Analytics Market Size, By Deployment Model, 2015-2022 (USD Million)
Table 56 Asia Pacific: Contact Center Analytics Market Size, By Organization Size, 2015-2022 (USD Million)
Table 57 Latin America: Contact Center Analytics Market Size, By Industry, 2015-2022 (USD Million)
Table 58 Latin America: Contact Center Analytics Market Size, By Component, 2015-2022 (USD Million)
Table 59 Latin America: Contact Center Analytics Market Size, By Software, 2015-2022 (USD Million)
Table 60 Latin America: Contact Center Analytics Market Size, By Service,2015-2022 (USD Million)
Table 61 Latin America: Contact Center Analytics Market Size, By Application, 2015-2022 (USD Million)
Table 62 Latin America: Contact Center Analytics Market Size, By Deployment Model, 2015-2022 (USD Million)
Table 63 Latin America: Contact Center Analytics Market Size, By Organization Size, 2015-2022 (USD Million)
Table 64 Middle East And Africa: Contact Center Analytics Market Size, By Industry, 2015-2022 (USD Million)
Table 65 Middle East And Africa: Contact Center Analytics Market Size, By Component, 2015-2022 (USD Million)
Table 66 Middle East And Africa: Contact Center Analytics Market Size, By Software, 2015-2022 (USD Million)
Table 67 Middle East And Africa: Contact Center Analytics Market Size, By Service, 2015-2022 (USD Million)
Table 68 Middle East And Africa: Contact Center Analytics Market Size, By Application, 2015-2022 (USD Million)
Table 69 Middle East And Africa: Contact Center Analytics Market Size, By Deployment Model, 2015-2022 (USD Million)
Table 70 Middle East And Africa: Contact Center Analytics Market Size, By Organization Size, 2015-2022 (USD Million)
Table 71 Market Ranking for the Contact Center Analytics Market, 2017

List of Figures
Figure 1 Contact Center Analytics Market: Market Segmentation
Figure 2 Regional Scope
Figure 3 Contact Center Analytics Market: Research Design
Figure 4 Breakdown of Primary Interviews: By Company, Designation,And Region
Figure 5 Data Triangulation
Figure 6 Market Size Estimation Methodology: Bottom-Up Approach
Figure 7 Market Size Estimation Methodology: Top-Down Approach
Figure 8 Evaluation Criteria
Figure 9 Contact Center Analytics Market: Assumptions
Figure 10 Contact Center Analytics Market: Evolution
Figure 11 Contact Center Analytics Market is Expected to Witness a Significant Growth During the Forecast Period Due to the Growing Demand Toward Better Customer Experience Management Solutions
Figure 12 Contact Center Analytics Market Snapshot, By Component (2017 Vs. 2022)
Figure 13 Contact Center Analytics Market Snapshot, By Software (2017-2022)
Figure 14 Contact Center Analytics Market Snapshot, By Application (2017-2022)
Figure 15 Contact Center Analytics Market Snapshot, By Deployment Model (2017-2022)
Figure 16 Contact Center Analytics Market Snapshot, By Organization Size (2017-2022)
Figure 17 Contact Center Analytics Market Snapshot, By Industry (2017 Vs. 2022)
Figure 18 Proliferation of Cloud Computing is Expected to Drive the Contact Center Analytics Market During the Forecast Period
Figure 19 North America is Estimated to Dominate the Global Contact Center Analytics Market in 2017
Figure 20 Banking, Financial Services, And Insurance Industry, And North America Are Estimated to Have the Largest Market Shares in 2017
Figure 21 Asia Pacific is Expected to Enter the Exponential Growth Phase During the Forecast Period
Figure 22 Contact Center Analytics Market: Drivers, Restraints, Opportunities, And Challenges
Figure 23 Key Factors Affecting Customer Experience
Figure 24 Text And Speech Analytics Market
Figure 25 Contact Center Analytics Deployment, Key Performance Indicators
Figure 26 Software Segment is Expected to Have the Larger Market Size During the Forecast Period
Figure 27 Customer Experience Management is Estimated to Have the Largest Market Size in 2017
Figure 28 On-Premises Deployment Model is Expected to Have the Larger Market Size in 2017
Figure 29 Large Enterprises Segment is Expected to Have the Larger Market Size During the Forecast Period
Figure 30 Banking, Financial Services, And Insurance Industry is Expected to Have the Largest Market Size During the Forecast Period
Figure 31 North America is Expected to Have the Largest Market Size in the Contact Center Analytics Market During the Forecast Period
Figure 32 North America: Market Snapshot
Figure 33 Asia Pacific: Market Snapshot
Figure 34 Cisco Systems, Inc.: Company Snapshot
Figure 35 Genpact Limited: Company Snapshot
Figure 36 Verint Systems Inc.: Company Snapshot
Figure 37 8X8, Inc.: Company Snapshot
Figure 38 Oracle Corporation: Company Snapshot
Figure 39 Mitel Networks Corporation: Company Snapshot
Figure 40 Sap Se: Company Snapshot
Figure 41 Nice Ltd.: Company Snapshot
Figure 42 Enghouse Interactive: Company Snapshot
Figure 43 Five9, Inc.: Company Snapshot

Note: Product cover images may vary from those shown
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  • 8X8, Inc.
  • Callminer
  • Cisco Systems, Inc.
  • Enghouse Interactive
  • Five9, Inc.
  • Genesys
  • Genpact Limited
  • Mitel Networks Corporation
  • Nice Ltd.
  • Oracle Corporation
  • Sap Se
  • Servion Global Solutions
  • Verint Systems Inc.
Note: Product cover images may vary from those shown
6 of 6
Note: Product cover images may vary from those shown
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